Michael J. Feliciano
Grand Rapids,MI
Summary
Results-oriented, enthusiastic hospitality professional & guest advocate with excellent communication and organizational skills. Exceptional sales building and employee development skills with an emphasis on providing an extraordinary guest experience.
Overview
1
1
Certification
23
23
years of professional experience
Work History
Server / FOH Trainer
Leo's Seafood
02.2026 - Current
- Create individualized experiences for guests
- Display detailed product knowledge, describing in-depth each menu item, fresh catch feature and dessert option
- Stay up to date on fresh seafood on hand for the week and wine pairings to match
- Train and coach new team members to the service standards and communication skills needed to be successful
- Responsible for executing PDR's to the highest degree of service expectations.
- Developed strong relationships with repeat guests, fostering loyalty and repeat business..
Bartender / Key Holder
The Daxton
11.2023 - 02.2026
- Crafted innovative cocktails while maintaining high standards of presentation and taste.
- Guide guests through the menu with detailed knowledge of cuisine, ingredients, and chef-driven preparations.
- Deliver exceptional hospitality and personalized service to guests in a refined, upscale dining environment.
- Utilize my extensive wine knowledge to provide expert pairing recommendations and answer questions about varietals, vintages, and regions.
- Maintain a high level of attentiveness and professionalism to anticipate and fulfill guest's needs without being intrusive.
- Managed bar inventory, ensuring stock levels met operational demands and minimizing waste.
- Resolved customer complaints swiftly, promoting a positive atmosphere and repeat business.
- Handle guest feedback with grace and urgency, resolving concerns promptly to uphold the restaurant’s reputation for excellence.
Operations Manager
Davio's Northern Italian Steakhouse
02.2022 - 10.2023
- Operational & financial responsibility of a high volume fine-dining restaurant with sales in excess of $20M annually.
- Delivering exceptional hospitality through high level leadership and operational execution in all restaurant departments.
- Responsible for the Leadership & Development of front of house team members.
- Develop and manage restaurant budget based on company parameters, historical data, and current trends.
- Exceed sales records & guest counts through local marketing & developing relationships
Server / FOH Trainer
Leo’s Seafood
09.2020 - 02.2022
- Create individualized experiences for guests
- Display detailed product knowledge, describing in-depth each menu item, fresh catch feature and dessert option
- Stay up to date on fresh seafood on hand for the week and wine pairings to match
- Train and coach new team members to the service standards and communication skills needed to be successful
- Responsible for executing PDR's to the highest degree of service expectations.
- Developed strong relationships with repeat guests, fostering loyalty and repeat business.
Server
The Chop House
03.2018 - 09.2020
- Provide exceptional hospitality for guests and clients
- Deliver menu presentations in detail to each guest
- Ensure special events and celebrations are recognized and feel unique to each guest
- Work in a team-based atmosphere to deliver excellent guest experiences
- Host weekly wine training courses for hospitality team alongside management team.
Corporate Trainer
Maggiano’s Little Italy
02.2015 - 03.2018
- Assessed training needs through feedback and performance metrics to enhance program effectiveness.
- Facilitated workshops on customer service excellence, resulting in improved team performance.
- Designed and delivered engaging training programs for diverse employee groups.
- Developed instructional materials and resources to support ongoing learning initiatives.
- Mentored new trainers, fostering a collaborative environment for skill development.
- Evaluated training outcomes and adjusted curricula to meet organizational goals and standards.
Operations Manager
The Pinnacle Center
02.2003 - 03.2014
- Streamlined daily operations to enhance service efficiency and customer satisfaction.
- Manage each event and lead staff proactively to fine dining and hospitality standards
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Manage guest complaints effectively, prioritizing advantageous outcomes for customer and company
- Develop employees on salesmanship and product knowledge and train new hires in fine dining service steps..
Education
Hospitality Management
Northern Michigan University
Marquette, MI05-2011
Skills
- Skilled Negotiator
- Guest experienced focused
- Astute Decision Making
- Familiar with OpenTable, Hotschedules, Micros, Aloha and other restaurant management systems
- Forward Thinker
- Problem Solver with effective listening skills
- Organized & Detail Oriented
- Proficient in Microsoft suite including Outlook, Word and Excel
Certification
- Servsafe Manager
- Servsafe Food Handler
- Servsafe Alcohol
- Servsafe Allergens
Timeline
Server / FOH Trainer
Leo's Seafood
02.2026 - Current
Bartender / Key Holder
The Daxton
11.2023 - 02.2026
Operations Manager
Davio's Northern Italian Steakhouse
02.2022 - 10.2023
Server / FOH Trainer
Leo’s Seafood
09.2020 - 02.2022
Server
The Chop House
03.2018 - 09.2020
Corporate Trainer
Maggiano’s Little Italy
02.2015 - 03.2018
Operations Manager
The Pinnacle Center
02.2003 - 03.2014
Hospitality Management
Northern Michigan University
References
Armando Diaz General Manager - Davio's Northern Italian Steakhouse (617) 261-4810
Rashid Saunders Assistant General Manager - Leo's Seafood (616) 454-6700
Ocean Chowdhury General Manager - Madame Restaurant (248) 283-4200